Complaint Investigation Procedures – N.Y. Soc. Serv. Law § 461-o

The department must create procedures for receiving and investigating complaints about adult care facilities. These procedures must ensure that the complaining party’s identity will be kept confidential. The department may create time frames for investigating complaints, but must investigate allegations of abuse, neglect, “cruel or unsafe care,” or other “serious resident care issue[s]” immediately or no later than 72 hours of receiving the complaint. The department must provide the operator of a facility and the complaining party with the results of the investigation.